Study Support

Refund Policy

Returns

Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Most items follow our general return policy, but products have different policies or requirements associated with them. When you return an item, there may be different return options depending on the item, or reason for return. Your refund and how your refund is issued may also differ based on the condition of the item, how long you've had the item and how the item was purchased.

Please note that you must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Like New, Open-Box and Pre-Owned items must not have any additional signs of use or damage. Refunds for returned items that are not received in this condition, may be reduced. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn't received in the same condition in which you received it.

Talk Together London CIC is happy to accept back any unwanted items supplied to consumers for refund, within 28 days of purchase, providing the following are met:

• All packaging must be intact so that the item is in a re-saleable condition
• You are able to provide a valid proof of purchase – this can be your confirmation email or the invoice/packing note inside your delivery parcel.
• Return postage costs are covered by the customer (please also note that your original postage charge will not be included in the refund).

In the unlikely event of your order being supplied incorrectly or faulty, we will ensure it is resolved immediately and with minimal disruption. We pride ourselves on our excellent products and customer service and are confident you will love our products. On any occasion that a refund is requested, we will action a refund as soon as the items are received back to Talk Together London. Please note, that depending on your bank provider, a refund may take up to 5 working days for your refund to show in your account.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: 
- Gift cards 
- Downloadable software products 
- Some health and personal care items 

There are certain situations where only partial refunds are granted (if applicable) 
- Book with obvious signs of use 
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@ttlcic.org.uk.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@ttlcic.org.uk and send your item to: 2, Canalside House, 383 Ladbroke Grove, London, W10 5AA, United Kingdom.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping 
To return your product, you should mail your product to: 2, Canalside House, 383 Ladbroke Grove, London, W10 5AA, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £70, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Partial Refunds or Restocking Fees

Partial Refunds or Restocking Fees may apply:

*For most items the return window is 28 days after delivery. Note that you may be charged up to 20% restocking fee even if you return the item in original condition within the return window.

We are offering for sale as part of our current fundraising drive, because we do not use them anymore or need them any longer and there is limited room for storage, a collection of 'like new' and 'pre-owned' toys.

The Listing Conditions are:

• Like New: An apparently unused toy in perfect condition that has been in storage. A brand-new unused and unopened item in its original protective wrapping and with all original tags and packaging materials included. However, original manufacturer's warranty, if any, does not still apply.
• Open-box: The toy is in perfect condition, however, due to the condition of the packaging, it does not meet the standards for new product. The box may include a "From the library of" label.
• Pre-Owned - Very Good: A well-cared for toy that has been played with, but remains in great condition. The toy may show limited signs of wear, but all original parts are present and in great condition.
• Pre-Owned - Good: The toy is used and may show some signs of wear, however, it is in good condition. The toy is still in a good condition to play with. It is undamaged, and the original parts are present and in good condition.
• Pre-Owned - Acceptable: The toy is used, however, it is in acceptable condition. The toy is in a condition such that it can still be played with, but it is otherwise the worse for wear. Some parts of the toys may be damaged or marked, but all original parts are present. The toy may have identification markings of its owner.

Shipping Policy

With digital goods, you may download them instantly, eliminating shipping time and costs. Download links are given on the order completion page and included in the order email.

DOWNLOADABLE PRODUCTS

Registration is required. Delivery of the product is free of shipping charge.

FREE DOWNLOADABLE PRODUCTS

Registration is required. Product is free. Delivery of the product is free of shipping charge.

ARCHIVED STORIES

Registration is not required. Product is free. Delivery of the product is free of shipping charge.

For other products, every order is sent to you directly by Talk Together London and all orders are dispatched using the Royal Mail delivery service. After your order is placed, you will be sent a tracking code, so you can track your parcel's progress.

United Kingdom

*Working day = Monday to Friday excluding English Bank Holidays & 27th December 2019

International Delivery

Talk Together London offer International delivery worldwide. Every order is sent to you directly by Talk Together London and all orders are dispatched using the Royal Mail delivery service. After your order is placed, you will be sent a tracking code, so you can track your parcel's progress.

*Working day = Monday to Friday excluding English Bank Holidays & 27th December 2019

Your Order

If you receive an error message at the checkout, your parcel will be over the 2kg maximum weight for delivery. If your delivery order is over 2kg - you will need to do one of the following:
- Reduce your order weight to under 2kg
- Place 2 separate orders to ensure weight is under 2kg.

All items are dispatched using a recorded service. If you have not received your parcel within the advertised period from receiving your dispatch email, please contact us via:
- Email: talk 'at' ttlcic.org.uk
or
- Phone: +44(0) 20 7101 4428